Sandos Caracol Nature Resort & Water Park All Incl

Mexico , Riviera Maya / Playa del Carmen
PLAYA DEL CARMEN, Carretera Cancun, Chetumal, Km. 295
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100 reviews shown

8/10

Excellent

07 Jun 2026

David

We had to leave early but the a la cartes were amazing in gf and they were very accommodating, greatest food. Lots to do and see. Disappointed with the beach, but I should have done better research. All in all it was a great place. Would love to take my grand kids there.

10/10

Exceptional

06 Jun 2026

James

Just returned from our family vacation. Everything was wonderful. Food was good at the buffets, food was excellent at the à la carte restaurants. The waterpark was a blast for all ages in our group (7-46). Beach was fine and is probably great when not in prime sargassum season but that can’t take away from the scoring as it isn’t the resorts fault and they were constantly shoveling and removing it from the beach and water.

All of the staff were wonderful and very accommodating. A/C issue was fixed immediately and honestly it wasn’t a real issue. I just prefer to sleep extremely cold since it’s vacation and I’m not getting hit with the electric bill at the end of the month.

We had such a great time we joined the Royal Elite Club while there and are currently planning our return trip!

Mariola - hunt her down in the lobby area. She is a gem!!!!

Family_with_children

6/10

Pleasant

02 Jun 2026

Jorge

I booked this resort because of the many amenities and activities that were advertised, including cenotes, water attractions, and multiple restaurants. Unfortunately, several of these attractions and dining options were closed or unavailable during my stay.
I stayed for 8 nights, and my toilet broke 3 different times. Reaching the front desk was often difficult, and when I was finally able to report the issue, it was not fixed even hours later. The hot tub was also out of service, and the air conditioning stopped working overnight as well.

The food was decent if you could get reservations, but they fill up very quickly. Some staff members were friendly and helpful, while others seemed uninterested in assisting guests.

The beach was heavily affected by seaweed, which I understand is beyond the resort's control. However, with the beach conditions limiting enjoyment, I expected more effort to be made to keep other activities and amenities open and available.

I also want to warn future guests about the sales presentations. During my stay, staff repeatedly approached me with offers for \"special deals\" and \"coupons.\" In my experience, these lead to high-pressure timeshare sales pitches that can negatively impact your vacation.

Overall, the resort did not live up to the expectations created by its advertising, and the repeated maintenance issues, unavailable amenities, and sales pressure made for a disappointing stay.

Self

8/10

Excellent

02 Jun 2026

Maria

The front desk never answered the phone, but they were quick to answer the request in the app. I had issues with my AC and someone came to check on it, but nothing was done at the end, the room as not super hot but it was not cold either. overall, I would come back I had a good time and it was worth it.

Partner

4/10

Poor

29 May 2026

James

The resort is very run down, 3 of the restaurants shut down during our stay. I visited this resort 4 years ago and everything was amazing. This go around I’ve realized the amount of Americans / English speaking people at the resort (little to none). No one truly understands you what’s so ever, with the little Spanish I knew I was able to get fairly everything I asked for (be prepared). During our stay this time they have influenced there “Royal Elite Program” much firmer, restricting you as an average person from 2 pools and a restaurant as well as priority booking. Mentioning the booking there is a huge flaw within there design because normal people can book 24hrs before the time but royal elite can book as much as they would like causing way less booking times in general and with the main buffet closed we just stayed in the room with no dinner for the night because of how packed the only other “non reservation restaurant”.
If you happen to stay in building 73, the hot water does not work (next door neighbors also agreed) along with the first 2 days (no a/c) except about 2 gallons of water on the floor from the damaged unit. Please be aware when going here, unless you plan on dishing out the money for there superior treatment you will get no more care than a front lady at motel 6.
Servers and Housekeeping amazing, management not so much. I will personally not be returning along with my family of 22 people who just cancelled their rooms for the first week of July. Thanks

Family_with_children

10/10

Exceptional

28 May 2026

Jada Christine

We enjoyed the wildlife and the events the property held. There were friendly and easy shuttles into the local town. Would return for another trip!

Family_with_children

6/10

Pleasant

25 May 2026

Shona

Family friendly. Not a great time for full assessment as restaurants and rooms down for maintenance.

Family_with_children

10/10

Exceptional

24 May 2026

Michael Edward

Incredible resort. We’d go back again and again

Family_with_children

10/10

Exceptional

20 May 2026

sartaj singh

The property was very good you get in touch of nature but the cleaning staff just clean you bed not the floor they should moop the floor except that the property was great experience.

Family_with_children

6/10

Pleasant

18 May 2026

Karla Diana

The staff was friendly.

10/10

Exceptional

17 May 2026

Tania Daniela Badilla

Hotel muy lindo, habitaciones cómodas y espaciosas, atención excelente y comida deliciosa!!

Family_with_children

10/10

Exceptional

16 May 2026

David

Very clean, amazing amenities, food was amazing, and the staff went above and beyond to make our stay spectacular!!

Family_with_children

8/10

Excellent

15 May 2026

Ian

Very unique all inclusive resort. It's entry level to Xcaret because of it eco park. If you do not like the outdoors, this place is not for you. You will feel you're in the middle of the jungle with all the amenities. The only places with air conditioning is your room, restaurants, spa, gym and kids daycare. Everywhere else is outdoors. The Waterpark is fun for the whole family. Staff is very professional and friendly. The personal concierge (WhatsApp, never met in person) is very helpful and caters to your every need. Rooms are very small but also very clean and organized. Getting food is a bit of a challenge. Wish they had room service. Check in needs improvement as its very slow.

Family_with_children

10/10

Exceptional

15 May 2026

Victoria

We absolutely loved this hotel. The resort is beautiful and the staff are very friendly and helpful. The beach is cleaned of seaweed daily. We especially enjoyed the hotels al a carte restaurants. The kids enjoyed the waterpark.
The room was lovely, although it didn't have enough storage in the room for a family of four, meaning we had to leave a lot of our clothes in the suitcase.
Unfortunately the cenote and some of the resorts other attractions were closed, which we were not informed of before we arrived, so do check if these are important features for you. We all enjoyed seeing the monkeys and other wildlife around the hotel. Will definitely be returning!

Friends_and_family Family

10/10

Exceptional

11 May 2026

Esther

This place was absolutely stunning! I went to celebrate my daughters graduation. Every person who worked there always had a smile on their face always willing to help.
They went above and beyond to help make this trip extra special especially at Los Lorios! Will definitely be returning.

Family_with_children

8/10

Excellent

09 May 2026

Shannon

My stay at Sandos Caracol Eco Resort was very good, and this is my honest review. Please don’t let all the negative comments scare you away.

I came here with my two teenage daughters, ages 12 and 14, and we had a great experience. Our room was perfect and located in a great area we stayed in Building 27, which made it easy to get to everything.

The beach was beautiful. When we first arrived there was no sargassum, although some did come in one day, and the water was a bit murky for a few days because of the rain.

We had no problem booking restaurants because when you book with Expedia, you get a concierge who books the restaurants for you. We tried them all, and our favorites were:

• Riviera – Mediterranean
• Fogo de Brasil – Rodizio
• Lirios – Steakhouse
• Templo – Japanese

Every morning we had breakfast at the Mexican restaurant because it was quieter and had everything we needed. We ate lunch at the main buffet most days, and there were tons of options for everyone, so don’t let people tell you otherwise.

We spent most of our time at the Tortuga pool because it was less busy than the main pool. It’s kind of hidden, so I think many people didn’t know about it.

The grounds and wildlife were amazing. The resort does involve a lot of walking, so if that’s not your thing, this may not be the best hotel for you. But there were plenty of activities and things to do throughout the resort. I would recommend this resort for families with children.

Family_with_children

10/10

Exceptional

07 May 2026

Sergio Alfredo Camacho

Beautiful place lots of nature and the staff very friendly. The only advice is schedule your restaurants fast on your first day or you will have problem going to them

Family_with_children

10/10

Exceptional

02 May 2026

Marlin

Running across a problem. Everybody assisted
Me and solved the problem can't ask for anything more

Self

8/10

Excellent

01 May 2026

Arthur

Regina & Kena from the Concierge team were amazing. Extremely helpful in getting reservations at the ala carte restaurants and explaining the upgraded amenities with gold wristband that we had access to because we booked through Expedia. The check in staff did not explain any of the amenities of the resort, which restaurants were open and that there was room service (which we did not know) to us and the sandos ap was hard to use. We enjoyed the beach clubhouse with ac and yummy shrimp cocktail eaten on the beach. Gabriella in the Mexican buffet breakfast made me the best handmade tortilla quesadilla I have had. The cenote and river snorkel experience as well as river boat tour were closed, which was super disappointing. The property was clean, well maintained and had wonderful wildlife to view including coati, racoon, spider monkeys, iguana, squirls, many birds, eel and fish. We enjoyed wandering through the Mayan ruins section and wish I would've caught the fire ceremony, but did not know about it. The penthouse room was great with a view of the pool and ocean and had privacy at the same time. The roof fridge was stocked with cold, unlimited dos equis cervezas. This was a hit. We pre scheduled transportation from the airport through sandos via seek and go which was nice we did not have to worry about getting back and froth from the airport. Needed better communication about amenities and more Mexican Food vs the international buffets. All in all a great experience.

Partner

10/10

Exceptional

01 May 2026

Katrina

We had a wonderful time at this resort. Perfect for our daughter's (6 years old) first trip to Mexico.

Family_with_children

8/10

Excellent

30 Apr 2026

Yudith

The rooms were clean but we had no hot water. We contacted the stuff multiple time and got 1 day with hot water. Most of the stuff was very friendly but others not so much. Its a very nice resort for a family. If you're going away with only your spouse, I would suggest going somewhere else. They close everything early! Spa was amazing and very friendly stuff. Overall it was a good experience except for the things I mentioned.

10/10

Exceptional

29 Apr 2026

Amy Lynne

Yes

Family_with_children

10/10

Exceptional

25 Apr 2026

Philip

This resort was amazing for our family vacation! Booking through Expedia provided a room upgrade and our concierge team Kena and Regina were extremely helpful and made sure we had everything we needed.

The a la carte restaurant selection is great (Mediterranean, Brasilian, Japanese, etc), with each providing its own experience with top notch food and service.

We were able to go parasailing, scuba diving, snorkeling and jet skiing right from the resort. Great amenities here. The water park was great for the kids as well.

Family_with_children

8/10

Excellent

25 Apr 2026

Shannon

The food was delicious the rooms were clean. The staff was lovely. The entertainment was fun. We had a beautiful vacation with the resort. My only one problem was the main pool was gross. On the fifth day We were here. You couldn’t see the bottom it was foggy and smelled .

Family_with_children

10/10

Exceptional

24 Apr 2026

Angelica

Super clean room! The customer service was 10/10!

Partner

6/10

Pleasant

21 Apr 2026

Rebecca

This resort had very poor communication. We arrived and were told we could book dinners at the different restaurants but the app told us none were available. A couple days later we found out we had to book it through a different person. We didn’t get our towel until day 3. Food was average to below available. Service was very slow at the restaurants. Not a lot to do. A monkey stole my cookie right out of my hand.

Family

10/10

Exceptional

19 Apr 2026

James

Wonderful staff. Great setting.

Family_with_children

10/10

Exceptional

19 Apr 2026

Yuliia

Amazing nature !
Clean room.
Lots of activities for kids and adults

Family_with_children

10/10

Exceptional

19 Apr 2026

Barinder Pal

Over all it was a great resort

Friends

10/10

Exceptional

19 Apr 2026

Evan

The services of Samantha and Judy helped make this stay even better! They were super friendly and helpful! Loved the grounds for taking strolls. We never used all the amenities as a week was too short!

Family_with_children

10/10

Exceptional

16 Apr 2026

Joshua

Great resort, junior family suite was amazing!

Family_with_children

10/10

Exceptional

11 Apr 2026

Evan

The staff were outstanding. The buffet had many options and they were very helpful for my child's allergies.

10/10

Exceptional

11 Apr 2026

Alexa

The room- we had an eco penthouse since we are 5 people. The beds were comfortable- a king in one room, and a 3 bunkbed in the other. The sofa was aged to the point that you couldn't sit on it. The rooms were clean and housekeeping was friendly and efficient.

The staff was fine. Their English language skills was more limited than any of the other resorts that we have stayed at in Playa del Carmen (this was our 6th chain). But, it was acceptable.

Since we booked through Expedia, they made dinner reservations for us for most of the nights- if we had not had that service, then our review would be very different! Without the reservations, we would have had only 1 option for dinner 3 of the nights since the Mexican Buffet was not open most nights we were there. The service at all the restaurants was slow, but the biggest negative was how long it often took to get coffee in the morning. If you didn't sit in the section of an attentive waiter- you might not get coffee at all. The lunch buffet was very good- with a variety of options to choose from, but the lines get long. The taco bar was excellent. For dinner, we had reservations at Los Lirios- the steakhouse. We recommend the baseball steak. Most of our group got the Strip, but the baseball steak was better! We loved El Templo- the asian, hibachi. And we enjoyed our dinner at Riviera. All of the food was high quality.

We loved walking the property to see the ruins, tunnels, cenotes- and monkeys in the morning and evening.

Family_with_children

4/10

Poor

11 Apr 2026

Jamie

Small rooms, impossible to make reservations on the app, multiple restaurants closed throughout the week, buffet was mediocre at best, adult only pool wasn't working and was dirty, water park closed one of our days and the main pool is small and packed.
The staff is super nice, shows/entertainment almost every night, beautiful spa and awesome wildlife on in the property wont be back. Definitely wasn't a $7,000 experience

Family_with_children

6/10

Pleasant

10 Apr 2026

FELIPE

Overall good for last minute find. Rooms were dated, and bars close at 6pm for all inclusive. Pool area and beach area subpar. Waterpark not that amusing for kids 8 and up. Half of the bigger slides were working. Kayaks only for singles and over 16yo. Restaurants advertised are inaccessible per reservation app so pls to have all meals in the main dining area. Talked to several guests and they were having the same problem. Maybe you’ll have to sit down for an hour or so with a property/timeshare salesman to get you in… just like everyone writes down in reviews…

Family_with_children

8/10

Excellent

01 Apr 2026

Eric

Overall trip was good. Food wasn’t too great

Family

10/10

Exceptional

01 Apr 2026

KRISTOPHER LEE

We were lucky to have amazing Expedia concierge people, Regina and Judy, who made our trip easy and stress free. They went above and beyond with any of our requests. This property is massive with lots to see and do. We had the Family penthouse with an amazing location close to the beach. The space was incredible and much appreciated.

Family_with_children

10/10

Exceptional

30 Mar 2026

Laura

Absolutely INCREDIBLE RESORT. The staff is SO helpful and kind.
The nature is so beautiful. So much to do for families and people of ALL ages.
Already planning another trip back!!

8/10

Excellent

29 Mar 2026

Christoper

This was a neat resort that embraced the jungle feel by being nestled in it rather than clearing it away. Each day a group of monkeys would come and hang out in the tree a few feet from our balcony.
Our room was jungle facing, clean, fairly modern and had a nice private balcony. I’m not sure if it was because of our first time visiting the resort but we had a concierge team assigned to us and they pre booked all our à la cart meals so we didn’t have to worry about not getting into a restaurant. The food was really good with lots of selection. Super friendly staff and great service. The waterslides and pools were fun for the kids, but the beach wasn’t great for swimming or playing in the waves due to the rocky area out front. Be careful about the Royal Elite Club - they are pushing hard for people to sign up for this and will likely try to get you attend one of their sales tours - probably not worth your time.
I would travel here with our kids again if we are in the area.

Family_with_children

8/10

Excellent

29 Mar 2026

Wallace

Very good family oriented resort

Family_with_children

6/10

Pleasant

29 Mar 2026

Megan

The resort is located in a beautiful area. It is not however handicap accessible as all buildings where one would sleep are 3 story with no elevators. The ramps to enter any elevated space are narrow.
The food in the buffet was average, nothing stood out as exceptional and often tasted as if it was recycled from one meal time to the next. The set up and flow inside the buffet also left something to be desired as it was always backed up as one giant line of people instead of various stations making it so that your food was often cold by the time you got back to your seat.
The process for securing a reservation at the specialty restaurants is inefficient and unless you had a personal concierge assisting you, you were not getting into any of them during your visit without staying up until past 12am when the slots open for 3 nights later would be released in the app.
If you wanted to make use of any of the included on-site activities (bike tour, eco tour, romantic Jade river boat ride) you needed to sign up a day in advance even if the day you wished to do it had openings and staff available.
Even though we had adults only privileges and were told we could ask for the \"premium\" spirits at the bars, the majority of the bars told us that wasn't an option at that location, or they didn't have any of the premium spirits available at that location, they were just on display.
The pool deck was often slimy and slippery in desperate need of a power washing.

Family_with_children

8/10

Excellent

26 Mar 2026

Steve

Pretty good overall. Maintenance was poor on some areas. The pool table in the beach bar had a broken rail and was never fixed the entire time we were there as an example.

Food was very good in most restaurants except for the Mexican buffet. We ate there the first night and the waiter got our order wrong and was rude when we corrected him.

Friends

8/10

Excellent

25 Mar 2026

Pawel Perec and Jacqueline

Room clean but bathroom details broken such as toilet paper holder, shower holder , poor water pressure , no hot water .

Family_with_children

10/10

Exceptional

24 Mar 2026

David

We truly enjoyed our stay at this resort, especiailly the Mexican buffet! We loved the evening shows, truly stunning. Also it was great to have access to 24/7 snack bar. Great to be in nature as well and fun for kids - we didn't even need to go to the indoor playground, but looked fun as well. Great bus access to the city as well.

Family_with_children

10/10

Exceptional

22 Mar 2026

Khaled

We had a fantastic stay at Sandos Caracol Playa del Carmen as a family of four (2 adults and 2 kids), and we would definitely consider coming back.

Pros:
The hotel is very clean, and the staff overall are respectful and welcoming. One of the highlights of this resort is the wildlife—you really feel immersed in nature, which makes the experience unique for both adults and kids.

Check-in was smooth and quick, likely because we arrived outside peak hours, which set a great tone for the trip.

The restaurants were excellent across the board, with the Italian restaurant being our absolute favourite.

Another big plus: no need to wake up early to reserve beach or pool chairs. There was always plenty of space. The beach area with palm trees and long chairs is especially great, offering lots of natural shade and a very relaxing atmosphere.

There were nightly shows, and they were consistently entertaining. The pirate show and the fire show stood out as highlights, and our kids especially loved them.

A special thank you to Judy, our concierge, who truly went above and beyond to make our stay seamless and enjoyable. Also, a shout-out to Ruth at the omelette station (Italian restaurant), as well as Nury and Kevin for their great service.

Cons:
The food at the Laguna buffet was unfortunately quite disappointing and could use improvement.

The main pool is a bit small considering the size of the resort, although this is somewhat offset by the presence of other pools throughout the pro

Family_with_children

2/10

Poor

22 Mar 2026

Ryan

Beautiful area and wildlife. When you first arrive, they try to get you to buy into a timeshare immediately and when asking about excursions, they also push the timeshare. Very dated, rundown and unkept. Not enough seating by pools, beach or dining. Very Crowded! I would not recommend this resort considering the many other options in the area. You definitely don’t get your moneys worth at Sandos.

Family_with_children

10/10

Exceptional

21 Mar 2026

Sheldon

We spent 7 days at Sandos Caracol Eco in the Select side. We had a personal concierge (Judy) who arranged our dinners at various restaurant on site. These meals were good to excellent, except for the very first one (Lirios). Everything here was terrible. Our party of 7 was really dissatisfied. Sirloins ordered medium came raw, 2 medium rare steaks came cold, well done & were super tough. Soup tasteless. Dine at El Tiempo was great. The chef cooking the meals was very entertaining & this is not to be missed. Dining at Brazil was equally great. Food kept coming & was sliced at the table until you’re ready to explode. This meal is also not to be missed. Our room at the all adult section was kept meticulous by our attendant & the Select adult pool was great. Best to watch your hat & beachware at your cot, less the friendly monkeys will quickly drop by & grab a garment & climb a tree. Even the female peacocks are people friendly. One took a french fry right from my offering fibgers. Food at the buffet was plentiful & was good. Our time at the spa was also very relaxing.
The pina coladas were very refreshing & they made a mean mudslide, until they ran out of chocolate syrup. Mamosa af breakfast & wine with all other meals.
Judy, our personal concierge did an admirable job. From the get go she was available & looked after us well. At our vacation end she gave all of us hugs & added it was her good luck to look after us.
All in all, this all-inclusive stay is great & we recommended.

Family_with_children

4/10

Poor

21 Mar 2026

Colleen

Not enough staff in any area, restaurants, cleaning, maintenance. Pools are horribly dirty, and I don’t just mean leaf litter. The sides of pools and patios are filthy. Had a hassle with specific room bookings, despite speaking with them three months prior to ensure everything would be arranged. Concierge Judy was fabulous, she helped where others could not! Loved the animals and shows looked good. Jungle view room really means some trees and your neighbours patios. Booking speciality restaurants is another hassle that I heard many complain about. I would not recommend resort.

Family

8/10

Excellent

20 Mar 2026

Gayle

The staff was exceptionally friendly. The rooms were clean, but very well worn. There were many activities to choose from.

Family_with_children

6/10

Pleasant

18 Mar 2026

Ruth

Visited this hotel 5 years ago and many thing have changed, seems like they are trying to convert to timeshare and you got the impression that they want you to buy and less concerned with the all inclusive resort feel

Family_with_children

4/10

Poor

17 Mar 2026

Alicia

Staff were great. The food was absolutely terrible. Flora and fauna were very nice. If the food, bedding, towels and buildings were better the rating would be much higher. We will not be back to this resort. Sargasso was bad but that is nature and not something that can be controlled.

Partner

10/10

Exceptional

16 Mar 2026

Lubov

Enjoyed the stay, food was delicious. A lot of entertainment on the property for adults and kids. Would love to go back again.

Family_with_children

10/10

Exceptional

16 Mar 2026

Darryn Robert

Resort was clean staff was great restaurants were also very good

8/10

Excellent

11 Mar 2026

Matthew

This was our first resort ever, so nothing to compare to. But stayed for 6 nights with my 10 year old and we had a blast. The nightly shows were amazing. The buffet was ok. The water park was fun, but the hours felt really limited and even then they opened late and closed early. The beach was the biggest disappointment for us, just not what we hoped for.

Friends_and_family Family

10/10

Exceptional

08 Mar 2026

Kayla

The shows were great that they had each night, water slides were fun for the kids.
Judy & Samantha were amazing to deal with and book the on resort restaurants, book excursions and helpful with any inquiries.
The beach was beautiful, there were chairs and beds, easy to watch the kids and relax.

6/10

Pleasant

04 Mar 2026

Nathan Todd

Resort grounds were beautiful, lots of activities for kids to keep them busy and entertained. Food was ok. Hard to get into restaurants so ate at buffet most of the trip. Long lines for everything; food, bars, check in and out. Resort seems to be over packed and short staffed. Room was clean and beds were comfy. Ac worked well. No water pressure and Sometimes no hot water for showers. Overall had a fair trip, but would not recommend or return.

Family_with_children

10/10

Exceptional

04 Mar 2026

Thomas Mark

It was our 4th time at this resort. It has been a few years since we have been there and it was greatly to see the changes that were made but still the welcoming presence that makes this resort worth coming back to.

Family_with_children

10/10

Exceptional

04 Mar 2026

Jennifer

The property was absolutely amazing. We loved it from start to finish. Judy and Samantha were very helpful throughout our entire stay.
We were celebrating our anniversary, and the staff made sure to make it extra special for us, by far hands-down best food I’ve ever ever eaten at a resort from the snack bar to the adults only club and the taco spot that’s open late hours. Not to mention how delicious the restaurants are, there’s beautiful wildlife all over the property. We did not get to do that because it was closed for wildlife preservation, but we still had the most amazing time and we do not have kids, and don’t particularly like to stay at resorts that are centered around kids, but the adults only areas were so nice. You had no idea really that there was a waterpark for the kids there. All in all great Resort will definitely be returning in the future

Partner

2/10

Poor

03 Mar 2026

Tracy

Check in took 2 hours for about 10 people. It was ridiculous.

The activities we wanted to do were all closed for the entire week during our stay - waterslides, cenote, jade river boat. We were very disappointed as the nature resort is the primary purpose of coming here. They did not offer any other experiences in their place.

The Laguna Buffet should be closed permanently and re-done. All members of our group got food poisoning. There is lots of cross contamination so it's hard to avoid it. They do not cook fish or chicken properly.

Some staff were excellent and some were terrible. It depends who you talk to.

The rooms were cleaned daily. We did not sleep well as the mattresses are not good quality.

Overall, we would not stay here again. We had fun with our friends but there are nicer places to stay with better food.

Friends

8/10

Excellent

28 Feb 2026

Chantel Holly

All in all - very impressed! I was hesitant from some of the reviews but I am glad we went because it was perfect for our groups needs.

We were a group of 13 with children and everyone had such a great time.

Rooms - clean and enough space for us 3. We had a top floor which had daily monkey visits and a spacious balcony.

Food - the buffet had so many options, we never went hungry. My six year old is super picky and he always had food options. The restaurants for dinner were great! Because we booked with Expedia we had a front desk concierge who booked it all for us for the whole week! Highly recommend. Also the 24 hour bar has pizza for kids and tacos always going so we always had food options!

Entertainment- the daily shows were such a hit for the kids, we were always excited to see what was on. Seemed like there was always something going on in the resort, we definitely didn’t see/do it all.

Pool/Park - main pool is a fun time! Tortuga pool is more shaded, had a great day there. The water park was the main driver for booking this resort and we only were there one day, it was a great spot for kids but there was so much else to see and do it worked out.

Beach - it had some rocky spots but also a great swimming area, no complaints. If you want a good massage there are huts set up on the beach.

I wouldn’t say it’s super “high end luxury” but it met all my expectations for a great, safe and fun vacation with kids!

Family_with_children

8/10

Excellent

28 Feb 2026

Stephen W

Clean rooms. Good food. Pools were great. Concierge staff was exceptional.

Family_with_children

10/10

Exceptional

28 Feb 2026

Hiram Leroy

Everything

10/10

Exceptional

27 Feb 2026

Matthew

The resort was nice, beach and pool and food were pretty good. Lots of activities. Everyone enjoyed the pool and nightly entertainment. Kids loved all the animals around the resort. Room was cleaned and stocked every day. The property is very large which was fine with us, there was plenty of spaces and trails to explore.

Family_with_children

8/10

Excellent

27 Feb 2026

Erika Victoria

The adult only section had excellent service and food

Friends

10/10

Exceptional

25 Feb 2026

Michelle

Everything was absolutely wonderful. The staff were fantastic, food was great, shows at night were fun. Mexico is just so beautiful! Highly recommend!

Partner

10/10

Exceptional

21 Feb 2026

Candace

Staff were amazing.

2/10

Poor

19 Feb 2026

Arnaldo

Staff support lacking and slow.
Imposible is to reserve restaurant and amenities

6/10

Pleasant

18 Feb 2026

Kevin

Overall I did enjoy the nature feel. The many different animals at the resort made the stay entertaining and we especially enjoyed the spider monkeys. Now the bad, many of the buildings were old and run down and there was a constant smell of raw sewage. I do understand that we are in the damp jungle but this did still smell pretty bad. Overall a 3 out of 5.

Friends

8/10

Excellent

12 Feb 2026

Jonathan

Samantha, the Expedia concierge lady, was more than helpful. She assisted with all our needs, including towels, ala carte bookings and everything between. She was always cheerful and ready to help. The staff in general was very good, although the room steward didn’t keep our room amenities full(coffee, fruit or facial tissue).

10/10

Exceptional

12 Feb 2026

JEFF

Good food, friendly staff, great connection to nature.

Any haters on hear saying otherwise have unreasonable standards or an axe to grind for some reason.

Waterpark was fun for the kids, evening shows were good. Definitely reccomend the cutural fire ceremony. We booked theough expedia so used the concierge service to book a la cart meals, which we heard fill up fast if using the resorts \"app\" (actually a web portal)

I would visit again but probably for l9nger than our 1 week stay.

Leisure Family_with_children

10/10

Exceptional

11 Feb 2026

Melissa

We absolutely loved this resort! We had our own concierge with booking through Expedia that set up our dinner reservations and that was well worth it! She was amazing!! We loved the wildlife!! We were there during the abnormally cold weather however still had an awesome time!!

Leisure Partner

10/10

Exceptional

11 Feb 2026

Erica

Clean rooms! Beautiful grounds and beach! Staff very friendly and helpful! Great food and entertainment.

Leisure Family_with_children

2/10

Poor

10 Feb 2026

Julie

Everything was not great, 60 minutes to check in, couldn't get in for a reservation for dinner except for 10pm at night. You had to stand in line at every bar to get a drink. Will not return and others shouldn't either

Leisure Family

10/10

Exceptional

09 Feb 2026

john

Everything are excellent except the rooms are ok not perfect

Leisure Family

10/10

Exceptional

09 Feb 2026

Tara

We loved the resort and our concierges, Judy and Samantha were the absolute best. As soon as we arrived, they got us booked in for all the a la carte restaurants which were incredible! The resort is clean and well maintained. The rooms are very comfortable with a giant jug of filtered water. The beds are comfortable. The food at the buffets had enough variety to satisfy a family of 8 with picky kids. The nightly entertainment was insane! So good! Drinks at the various bars were great, and the waitressed will even come around to the beach to bring you drinks as well. We were well taken care of and would absolutely recommend this resort.

Leisure Family

8/10

Excellent

08 Feb 2026

Elizabeth

Friendly staff. Hotel is a little dated.

8/10

Excellent

07 Feb 2026

Jhony

Check in took about an hour. Room was clean. Our room didn’t have hot water the first day until we called maintenance and taught us the “trick” to get hot water running. Food and activities were good. No room service unless you were royal elite. No liquor in room just beer, soda and water. Overall great resort. We had a concierge that reserved restaurants and those were great. Beach and pools were nice.

Leisure Family

10/10

Exceptional

06 Feb 2026

Felicita

Really nice

2/10

Poor

05 Feb 2026

Jamie

I was there with a party of 9, and 6 of us got food poisoning while we were there. It ruined our trip.

Leisure Family

4/10

Poor

04 Feb 2026

Andrea

Resort was overall good, but majority of our group got VERY sick, likely from contaminated water.

10/10

Exceptional

02 Feb 2026

Joanne Louise

everything about the trip was amazing. The room, the services. The resort exceeded my expectations, so much to do. All the staff there were kind and caring. Will definitely come back.

Leisure Family_with_children

10/10

Exceptional

02 Feb 2026

Yulanda

Samantha and Judy helped us everytime they saw us out and about and anytime we texted them about wanting a reservation. Super friendly and nice loved it.

8/10

Excellent

02 Feb 2026

Jennifer

Samantha, the Expedia representative, was so amazing. She literally saved our vacation. The ceiling in our bathroom fell in, almost hitting my daughter, and Samantha stepped in and got our rooms changed. She also booked our restaurants for us. Absolutely amazing service!

Leisure Family

10/10

Exceptional

02 Feb 2026

Brianne

Staff was very nice, rooms were modern, and this is the first resort we ahve went where we had \"Butlers\" from Expedia. Samantha and Laura/Judy were GREAT! They were such a helpful resource to get dinners booked and help navigate any minor inconvenience we had! We will definetly be going back to this resort! So much for the kids to do!

Leisure Family

8/10

Excellent

01 Feb 2026

Terence

Staff was great. Lots to do on the resort.

Leisure Family

6/10

Pleasant

31 Jan 2026

Hayden

The resort is great for families with the available activities and sheer size of the place.

Plenty of restaurant options. That being said, it is very competetive to get the reservations. Expedia personnel are quite helpful in confirming your bookings, but you have to fine your Expedia representative on the resort and communicate via WhatsApp. It’s a major help.

The noise transfer in the rooms was a bit of an issue. You can hear neighbouring rooms quite clearly and the maid service in the morning was very loud. We didn’t sleep in once unfortunately. The rooms themselves are cozy.

Don’t expect comfortable showering experiences unless you are ok with cold water. The hot water never makes an appearance. Warm water during odd times in the day. The size and amount of people on the resort makes it impossible to enjoy a warm shower.

The check in and check out lines are an absolute disaster. There is a guide for the desk, but hoards of people just stand in front of the desk and then there’s two lines when there should only be one. Employees did not enforce any kind of structure at all. I spoke to some people that spent 3 hours simply trying to check in for their vacation. They need to get the lines in order because that was a poor START and FINISH of the vacation.

Leisure Friends

8/10

Excellent

28 Jan 2026

Breanne

Our Expedia rep Samantha was amazing she help in any way she could she was great.

Leisure Family_with_children

10/10

Exceptional

24 Jan 2026

NORMAN WILLIAM ANDREW

Great staff, food was great, room was perfect fit. There was tons of wild life on the resort! Lots of activities and things to explore on the resort. Never a huge line up for anything. Great jungle vibes! The map is deceiving gives you the impression everything is far away but only take 5mins to walk from one end to the other.

Leisure Family

4/10

Poor

23 Jan 2026

Lily

Desde que hicimos el check in en el hotel la persona de recepción nos atendió con una mala actitud, elegimos este hotel por su water park para nuestro hijo de 4 años y al llegar resultó que el área estaba cerrada de forma indefinida por reparaciones, solicitamos la cancelación de nuestra reserva inmediatamente y tardaron horas en darnos solución, fuimos a comer al único restaurante abierto a las 5 de la tarde y los coaties quitando la comida a la gente, finalmente su única solución fue movernos al sandos playacar donde nos dieron una habitación vieja, sin mantenimiento, la taza del baño se movía, el agua del garrafón se tiraba y amanecimos con un charco en el piso. Definitivamente no fue una buena experiencia de vacaciones. Si vas a ir te recomiendo asegurarte que las amenidades estén disponibles.

Leisure Family_with_children

6/10

Pleasant

21 Jan 2026

Leslie

I can see how this could be a really fun place to go with a family--there was lots of greenery, it was close to a nice beach, and the room was nice. The issue we had, however, was that the water park did not fully open at all, and only half opened on our last day. It seemed a temporary thing (as in, it doesn't happen all the time) but I certainly would not have booked here had I known it wouldn't work.

Leisure Family_with_children

10/10

Exceptional

20 Jan 2026

Allyson

When we booked we didn’t know we got a butler which made our stay 100 times better because booking restaurants you had to stay up till midnight to do so. We had the best butler Judy who helped us out our whole stay

Leisure Family_with_children

6/10

Pleasant

18 Jan 2026

Angie

They can improve their receptionist and customer service. I waited 3 hours to check in from 3pm to 6pm to get my room. In the week of my stay the lights went out for like a day bc of the weather. So the aqua park was closed for 1 day. Which it sucks bc I have kids and then not to forget the days I was mostly vacationing there was so many weddings which I think they’re beautiful but they have to close down the cenote couple of times early but okay. Other than that i enjoy my stay at sandos caracol it’s beautiful it has so much amenities to enjoy.

Family_with_children

10/10

Exceptional

17 Jan 2026

Aracelis

Everything was fresh and the place is clean and easy to walk around.

Leisure Family

8/10

Excellent

14 Jan 2026

Lucas

Very clean room, so many different activities to do. The beach was great with lots of palm trees providing shade if youd like it as well as a wave break area great for kids. The wayer park was not ully functioning and food was 3/5. Service was great. Would return.

Leisure Family_with_children

6/10

Pleasant

12 Jan 2026

Michael

Room itself was in good condition, but the mattress was worn down. I could definitely tell that 2 heavy people slept on them due to the shape of the bed. The staff are mostly very friendly and speak some English.
We enjoyed free bike rides, eco tours, water park, swimming in the cenote (natural pool), snorkeling by the beach and seeing a lot of interesting fish.
As people said, the food could be better, but we tried to eat as much Mexican food as we can and loved it. It's silly to expect great Italian food, etc.

Leisure Family

6/10

Pleasant

12 Jan 2026

Abby

The food was not good

8/10

Excellent

12 Jan 2026

Thomas R

The room was good and clean. The staff was nice. The waterpark was shut down for five days of our day so that wasn’t the best it made. The rest of the pool is really busy and the kids got bored. shows were good. Maria the Expedia representative on site was awesome. She helped out a lot, making dinner reservations, and letting us know about the facility.

8/10

Excellent

12 Jan 2026

Kristy

Great resort for the family! So much to see and do! Staff was friendly & rooms were clean. Would go back!

Leisure Family

10/10

Exceptional

11 Jan 2026

Mark Robert

Great overall stay. Expedia staff was very helpful. Restaurants were good. Only negative was the water park closed 2nd day and never reopened,

Leisure Family

8/10

Excellent

11 Jan 2026

Mandolyn

We had a wonderful stay! The staff really made the trip with how attentive and accommodating everyone was. We had some issues with our rooms that were not able to be fully resolved and some of the resort amenities were not available during our stay due to maintenance/technical issues; however, the positives far exceeded the minor inconveniences. The activities, food options, entertainment, grounds, and again, people, were fantastic and we had an amazing stay. Would definitely repeat the trip!

Leisure Family